Responding to Online Reviews

Its not the first time you’ve heard that online reviews are a great tool for travel businesses. Getting reviews is great, and it is fun to watch your reviews grow when you are first listed on TripAdvisor, Google+ or Yelp. But then what? Don’t just watch the reviews roll in. Take action.

Whether the review is good or bad, responding to reviews is something you should make a habit of. Sometimes responding to every review may be unrealistic depending on how frequently you get them. We recommend that you respond to positive reviews as often as you can, especially if they took the time to be specific. And always respond to every negative review no matter what.

Tips for Responding to Positive Online Reviews

Simply thank your guest. No need to offer anything extra, ask them to join a mailing list, or make a sales pitch.

Personalize each reply. Don’t use a stock response each time! If you remember the guest, try to include specific details about the guest’s time with you.

Use details Expand on a topic when a reviewer writes to reinforce your company’s features, especially if they compliment a new product, service or feature. For example, if they compliment your breakfast selection, this could be an opportunity to share that you have worked to bring in new recipes, and you are glad people are enjoying them.

Tips for Responding to Negative Online Reviews:

Thank your guest for the feedback! This guest took his or her time to review you and spread the word about your business, for better or for worse. Always thank reviewers for their time, no matter the review.

Don’t take it personally. Negative reviews can feel hurtful sometimes, but don’t let this dictate your response. Remember that the reviewer is human, and may have had other circumstances surrounding the negative review.

Be professional. And remember that anyone can read this response – not just the reviewer.

Be prompt. Respond to the review as quickly as you can to show that you take customer service seriously.

Respond to specific issues. Was an amenity missing? Someone was running late? Customer service wasn’t quite on par? Address the issue directly and explain how you plan to fix it.

Highlight any positives. Some negative issues may be an opportunity to share a planned update. For example, if someone didn’t enjoy a hotel stay because of the old towels, and you are planning to order all new towels in a month. This is the perfect opportunity to share this information with anyone reading your page.

Keep it simple. Don’t launch into a 2 paragraph response, as this may come off as overly defensive or even condescending. A response can be just a couple of sentences.

Responding to reviews is a great way to show customers that you truly care what they think. It can also be a chance to “redeem” yourself from a negative review.

If you have any questions on how to review on specific sites, just let us know!

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